Guest Services Specialist (India)
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AI Summary
Provide 24/7 guest support and communication for short-term rental operators via email, phone, and messaging. Coordinate with property managers and vendors to ensure guest satisfaction and efficient property maintenance.
About the Role
You'll be joining our Shared Services team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Shared Services combine smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.
Key Responsibilities:
- Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
- Provide accurate information regarding bookings, services, policies, and other inquiries.
- Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
- Assist with booking and confirming reservations. Assisting with reservations sales
- Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
- Create, update, and maintain guest communication templates and FAQs.
- Ensure all communications reflect the partner's voice and guidelines.
- Attend occasional virtual meetings and training sessions.
- Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
- Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
Foundational Requirements:
- Excellent written and verbal English skills for phone, text, and email communication.
- Must be located within Tamil Nadu, India
- Previous experience in guest services, reservations, or a related field.
- Strong organizational and multitasking abilities.
- Ability to work independently in a remote work environment.
- Attention to detail and commitment to providing exceptional service.
- Ability to show empathy, exhibit patience, and have a customer-centric mindset
- Possess critical thinking and problem-solving skills.
- Ability to learn new software quickly and efficiently.
- Willingness to ask questions when unclear about a task or process.
- Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must
- PMS experience in the short term rental industry
- Must be willing to work weekends, afterhours, US time zone
TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)
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